Nationwide Blocked Me

Mark_Lion

Nationwide has locked me out of my internet account. 
Reason is because I transferred some money to a person I have known for 5 years.
I transferred twice in the same day to him, which is possibly why Nationwide blocked the 2nd transfer and locked me out.
Have been locked out since 25 June. Just checked, still locked out.
I have phoned 3 times to their 0800 Help line. A person helps nicely, gets in contact with their fraud section, comes back to and says, they will phone me shortly. Never receive a phone call.
I have told the person on the phone, to cancel the 2nd transfer, because I have paid him personally. That was told to the fraud people, but still no response.

I pay my Nationwide credit card in full each month, to avoid interest. Also have 0% interest cards at MBNA, which are ending their 0% time. I want to pay all in full, but can't get online to transfer to the banks.
This will be costing me money on credit card interest.

There is complaint advice on Nationwide's web site, but it is writing a letter and sending snail mail to Swansea. That will take a long time to get seen and responded.

I am thinking there might be a banking ombudsman. Maybe I should make a complaint to them?
Any advice is appreciated.

Section62

Mark_Lion said:

There is complaint advice on Nationwide's web site, but it is writing a letter and sending snail mail to Swansea. That will take a long time to get seen and responded.

I am thinking there might be a banking ombudsman. Maybe I should make a complaint to them?
Any advice is appreciated.

Phone them and ask to make a complaint about their failure to call you back.  Make sure you get a complaint reference number.  You don't have to put the complaint in writing.

The Financial Ombudsman Service (FOS) can only look at a complaint after you've complained to the bank/BS and they have issued a final response or 8 weeks have passed with no response. (hence the importance of getting the complaint reference number)

Swipe

Not a lot you can do unfortunately if they won't discuss it with you. You'll just have to raise a complaint and let it play out and hope they unlock it soon. In future, always spread your money between a couple of accounts in separate banking groups so you are not left high and dry in instances such as this.

Mark_Lion

Section62 said:

Mark_Lion said:

There is complaint advice on Nationwide's web site, but it is writing a letter and sending snail mail to Swansea. That will take a long time to get seen and responded.

I am thinking there might be a banking ombudsman. Maybe I should make a complaint to them?
Any advice is appreciated.

Phone them and ask to make a complaint about their failure to call you back.  Make sure you get a complaint reference number.  You don't have to put the complaint in writing.

The Financial Ombudsman Service (FOS) can only look at a complaint after you've complained to the bank/BS and they have issued a final response or 8 weeks have passed with no response. (hence the importance of getting the complaint reference number)

Thank you. I will phone them tomorrow morning, before other people call in and a long wait ensues.
I did send an email to their fraud team on the day I was locked. Got automated reply saying they will contact me.
When I phoned 2nd time, they said they did not receive my email, so I sent again.
3rd time I phoned, they said they received my email and will call me.
Tomorrow, I will get a reference number.

Swipe said:

Not a lot you can do unfortunately if they won't discuss it with you. You'll just have to raise a complaint and let it play out and hope they unlock it soon. In future, always spread your money between a couple of accounts in separate banking groups so you are not left high and dry in instances such as this.

Thanks. I will choose another bank and open an account. Then get my wages paid into that account.

Doctor_Who

I've always used the words 'formal complaint' when complaining to a financial institution. On the rare occasions I've had to complain, I've always been put straight through to the correct department. Will Nationwide be open tomorrow (Sunday)? I don't use them so don't know their office hours.

Mark_Lion

Doctor_Who said:

I've always used the words 'formal complaint' when complaining to a financial institution. On the rare occasions I've had to complain, I've always been put straight through to the correct department. Will Nationwide be open tomorrow (Sunday)? I don't use them so don't know their office hours.

I will check if their phone line is open tomorrow. If not, I will phone on Monday.
This week, I am working afternoon/nights, so will have time before work.
I will use "formal complaint", thank you.

Mark_Lion

Would switching to a new bank, affect my mortgage?
I have a fixed mortgage until 2029 with Nationwide.
If I open a new account with my wages going in, can Nationwide change or cancel my fixed mortgage? 

I am thinking to open a second bank, maybe Barclays. I have a credit card with them. Keeping my Nationwide Flexplus account, so my mortgage will not be affected.
When I am unblocked from Nationwide, should I transfer £10,000 into a Barclays account, and keep Nationwide Flexplus as is, making my mortgage and regular payments?
If I did a full switch going into Barclays, could Nationwide change my mortgage?

Swipe

Mark_Lion said:

Would switching to a new bank, affect my mortgage?
I have a fixed mortgage until 2029 with Nationwide.
If I open a new account with my wages going in, can Nationwide change or cancel my fixed mortgage? 

I am thinking to open a second bank, maybe Barclays. I have a credit card with them. Keeping my Nationwide Flexplus account, so my mortgage will not be affected.
When I am unblocked from Nationwide, should I transfer £10,000 into a Barclays account, and keep Nationwide Flexplus as is, making my mortgage and regular payments?
If I did a full switch going into Barclays, could Nationwide change my mortgage?

Unless you feel really aggrieved by Nationwide, I'd just open a Barclays account for now for your wages and maybe an easy access saver with them too and dump a few thousand in there and keep it as an alternative/emergency backup account. You can always switch your wages back to nationwide once it's unfrozen. I have a similar emergency setup with Nationwide (Flex account and saver) but I bank with HSBC for my day to day banking. 

cloud_dog

I think we might be ignoring the reason why NW felt the need to take action.

If so, NW won't respond to information requests, and are legally not allowed to do so.

Mark_Lion

cloud_dog said:

I think we might be ignoring the reason why NW felt the need to take action.

If so, NW won't respond to information requests, and are legally not allowed to do so.

Today I received a NW bank statement in my snail mail. It shows the transfer they blocked has been refunded to me.
I don't see a reason for me to still be blocked.

I will phone tomorrow (Sunday) or Monday and ask to make a complaint about their failure to unblock me or call me back.  Will try to get a complaint reference number.
Reason to do that is to get NW moving to unblock me. 

Below is the reply email I got from Email.Fraud@nationwide.co.uk on 28/06/2023. It states they will contact me within 2 days...

Thank you for contacting the Transaction Monitoring Team within Economic Crime, Nationwide Building Society. 

Any evidence received into this mailbox will be reviewed and you will be contacted within 2 Business days. Please ensure all evidence contains your case reference or customer number otherwise we will not be able to use it. 

This mailbox is for evidence review only, member queries into this mailbox will not be actioned. Please refer to the Nationwide website for guidance on how to contact us. https://www.nationwide.co.uk/support/contact-us/call-us

 Thank you

Transaction Monitoring Team

SevenOfNine

If you choose to phone (though for formally complaining I always write, twice with NW & once with NatWest & Barclays).

Always, always, for every phone contact when things are going wrong I don't start off with a formal complaint, but I note the number I've called, date, time, ask & note the name of the person I'm speaking with.

It has proved very helpful to have my ducks in a row on a few occasions (N/W, NatWest & Barclays), particularly when dealing with financial organisations. When they've given me the runaround I can direct them to their phone recordings, every one of them, because things shouldn't have to reach 'formal complaint' stage. 

cloud_dog has made a valid point, the "why" may never be answered (I had that with NatWest, but it was unravelled & compensation paid).